Hi all. My Service Desk is working for several companies. I have a problem with deadlines and priorities. I think that creation of several identical priorities with different deadlines is not a right solution for this problem. Any ideas how I can link different values of deadline to one priority with support hours?
Priority duration settings can not be have multiple vlues for the same priority in SD 4.5. Hence, out-of-the-box, your requirement is not available.
However, You can create UI Rules that define the deadline based upon multiple fields that you decide. This is a workaround if you want to include the CI owner's name in the caluculation (as per your SLA).
Hope this helps...
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